Privacy Policy

1. Introduction

MyEnergyHub Pty Ltd (ABN/ACN 51 691 892 761) trading as MyEnergyHub (“we”, “us”, “our”) is committed to protecting the privacy of individuals whose personal information we collect, hold, use and disclose. This Privacy Policy explains:

  • the kinds of personal information we collect and hold;
  • how we collect and hold that information;
  • the purposes for which we hold, use and disclose personal information;
  • how you may access personal information we hold about you and request correction of that information;
  • how you may complain about a breach of the privacy obligations and how we will handle such complaints; and
  • circumstances in which we may disclose your personal information to overseas recipients.

This Policy is provided free of charge on our website (www.myenergyhub.net.au/privacy) and you may request a copy in another form by contacting us (see “Contact Us” section).

2. Application of law

In relation to personal information of individuals in Australia, this Policy is issued subject to the Privacy Act 1988 (Cth) (“Privacy Act”), the Australian Privacy Principles (APPs), and any relevant regulations, codes of practice and successors thereto.
We also may be subject to other applicable laws (for example, data-breach notification obligations under the Notifiable Data Breaches (NDB) scheme).
If you are accessing our services from outside Australia, local laws may also apply; in such event, you should contact us to clarify.

3. Collection of Personal Information

3.1 What kinds of personal information do we collect?

Depending on the circumstances, we may collect the following types of personal information about you:

  • Identifiers and basic contact information (e.g., name, email address, telephone number, postal address);
  • Company/business information (if you engage with us in a business capacity) or employment details;
  • Payment and billing information (e.g., account, credit card or bank account details) when you subscribe to or purchase software services;
  • Device, usage and analytics data in connection with our software platform(s) (for example IP address, device type, operating system, usage logs, cookies, location data if enabled, application or web interaction data);
  • Support and service information (e.g., your communications with our support team, feedback you provide, records of service usage);
  • Other information you provide to us voluntarily (for example when you request a quote, submit an enquiry, participate in a survey or promotion).
    Where you provide sensitive information (as defined under the Privacy Act) we will take extra care, but generally we endeavour not to collect sensitive information unless it is strictly necessary and with your consent.

3.2 From whom do we collect personal information?

We generally collect personal information from you directly (for example when you register for our services, purchase or subscribe, contact us, fill in forms or interact with our software).
We may also collect personal information from third parties (for example business partners, service providers, publicly available sources, referral partners) only when reasonably necessary for our functions or activities and in compliance with applicable law.

3.3 How do we collect personal information?

We collect information:

  • when you complete online forms on our website;
  • when you subscribe to or use our software platform;
  • when you contact us by email, telephone or otherwise;
  • via cookies, tracking pixels, web analytics tools and device logs in connection with your use of our software or website;
  • from third parties (as noted above) where you have consented or where permitted by law.
    We use secure electronic systems and may also hold physical records (where applicable). We will take reasonable steps to ensure that indirect or automated collection of information is transparent (e.g., via our cookie / tracking policy).

3.4 Why do we collect personal information?

We collect personal information insofar as it is reasonably necessary for our business operations, including (but not limited to):

  • providing, operating and improving our software services;
  • user account creation, authentication and service access;
  • billing, payment processing, invoicing and debt recovery;
  • responding to enquiries and providing support;
  • analysing usage, improving user experience, developing new features;
  • direct marketing (subject to your opt-out rights – see section 5);
  • security monitoring, fraud detection and prevention;
  • complying with legal obligations and protecting our rights;
  • other purposes which you have consented to or which are reasonably obvious at time of collection.

If you choose not to provide certain information, it may mean we cannot provide all features of our services or maintain the full functionality of your account.

4. Direct Marketing

We may use your personal information to send you marketing communications about our products and services, newsletters, events or promotions.
You may opt out of receiving marketing communications at any time, by following the unsubscribe instructions in the communication or by contacting us (see “Contact”).
If you do opt out, we will respect that request within a reasonable time.
We may also provide your personal information to third parties for the purpose of direct marketing only if you have provided your consent or if permitted by law.
If you wish to:

  • opt out of receiving direct marketing communications from us;
  • request that we do not provide your personal information to third parties for the purpose of direct marketing; or
  • ask us to tell you the source of the personal information we hold;
    please contact us (see “Contact”).

5. Use and Disclosure of Personal Information

5.1 Limited use or disclosure

Unless we have your consent or it is otherwise required or permitted by law, we will use or disclose your personal information only for the purposes described in this Policy or for other purposes notified to you at the time of collection.

5.2 Sale, rental or transfer of personal information

We will not sell, rent or otherwise transfer your personal information to third parties except in these circumstances:

  • the transaction is part of a sale, merger, acquisition or reorganisation of all or part of our business, in which case your information may be disclosed;
  • the information is de-identified such that it is no longer personal information;
  • you give us permission to do so as part of a referral transaction;
  • as otherwise permitted by law and consistent with this Policy.

5.3 Service providers and business partners

We may disclose personal information to our contractors, service providers, agents, technical operators, analytics providers, payment processors and other third parties to enable them to perform services on our behalf. These third parties are required to maintain confidentiality and comply with privacy obligations.
You consent to such disclosures where necessary to provide our services or carry out our functions.

5.4 Overseas disclosures

Some of our service providers or business partners may be located outside Australia. When we disclose your personal information overseas we will take reasonable steps to ensure that the overseas recipient does not breach the APPs (or equivalent) and that your personal information is given the same or comparable protection.
We will inform you (via this Policy or otherwise) of the overseas locations or categories of recipients where applicable.

5.5 Required or authorised disclosures

We may be required by law or a court/tribunal order to collect, use or disclose your personal information. If so, we will inform you of that requirement (unless prohibited by law).
We will also use or disclose your personal information where necessary to protect our legal rights, investigate suspected fraud, or comply with a regulatory or law-enforcement requirement.

6. Quality and Security of Personal Information

We will take reasonable steps to ensure that the personal information we collect, hold, use or disclose is accurate, complete, up-to-date, relevant and not misleading, having regard to the purposes for which it is held (in line with APP 10).
We will take reasonable steps to protect the personal information we hold from misuse, interference and loss, and from unauthorised access, modification or disclosure (in line with APP 11).
When we no longer need personal information for any purpose for which it may be used or disclosed, we will take reasonable steps to destroy or de-identify the information, unless we are required by law to retain it.
We maintain technical, administrative and physical safeguards suitable to the type of information we hold, including encryption, secure access controls, regular backups, and staff training.
As this is a software operation, we also monitor for data breaches, implement incident-response plans, and maintain oversight of third-party vendor security.

7. Access to and Correction of Personal Information

You have a right to request access to the personal information we hold about you, and request correction of that information (APP 12 & 13).
If you make a request, we will respond within a reasonable time (typically within 30 days) unless a longer period is justified and we inform you.
We may refuse access in certain limited circumstances in accordance with law (for example, where granting access would be unlawful, infringe other persons’ privacy, or is frivolous/vexatious). If we refuse, we will provide reasons and inform you of complaint rights.
If you request correction, we will take reasonable steps to correct the information if we are satisfied the information is inaccurate, out-of-date, incomplete, irrelevant or misleading. If we refuse, we will inform you and allow you to request that a statement be associated with the information.
There is no fee for making a request, though we may charge a reasonable cost recovery fee if the cost of providing access is substantial (and we will inform you in advance).

8. Anonymity & Pseudonymity

Where it is lawful and practicable, you may deal with us anonymously or using a pseudonym (APP 2). For example, you may browse our website without registering. However, for certain services (e.g., account creation) we may need to identify you for legitimate reasons and therefore anonymous or pseudonymous interaction may not be feasible.

9. Unsolicited Information

If we receive unsolicited personal information which we determine we would not have collected under our collection practices, we will destroy or de-identify the information, unless it is reasonably necessary for us to hold it (APP 4).

10. Special Categories / Sensitive Information

We generally do not collect sensitive information (as defined under the Privacy Act) unless necessary for a specified purpose and with your consent. If we do collect sensitive information, we will handle it in accordance with applicable law.

11. Notifiable Data Breaches (NDB) Scheme

Under the Privacy Act, if a data breach occurs (unauthorised access, disclosure or loss of personal information) that is likely to result in serious harm to any individual, we must comply with the Notifiable Data Breaches scheme. We will assess any suspected data breach as soon as practicable and, where required, notify affected individuals and the OAIC without undue delay. digitime-agency.com+1

12. Changes to this Policy

We may vary this Privacy Policy from time to time to reflect changes in our business operations, technology, applicable law or industry best practice. The updated version will be published on our website with an updated “Effective date” and “Version” identifier. If you do not accept the updated Policy, you may cease using our services; continuing use will be taken as acceptance of the updated Policy.

13. How to Contact Us

If you have any questions, wish to complain about how we handle your personal information, or seek access or correction of your personal information, please contact our Privacy Officer:
Privacy Officer
MyEnergyHub Pty Ltd
2/157 Flemington Road
Mitchell ACT 2911
Australia
Email: privacy@myenergyhub.net.au
We will respond to your complaint or enquiry within a reasonable period (typically 30 days) and keep you informed of progress. If you remain dissatisfied, you may also lodge a complaint with the OAIC (www.oaic.gov.au).

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